Final Exam Flashcards by Meredith Ryce

Which response to handling conflict provides the best possibility for achieving a win/win outcome?
a) compromise
b) avoid
c) accommodate
d) compete
e) collaborate

e) collaborate

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Of the relationships and scenarios that follow, which best exemplifies a positional approach to addressing conflict?

a) A husband and wife negotiating who will pick up their three-year-old from child care and who will fix dinner.
b) A used car salesperson and a prospective buyer making offers and counteroffers regarding the price of a used car.
c) A mother asking her teenage daughter why she will be coming home after 11:00 p.m.
d) A supervisor and an employee exploring options for the best way to accomplish a project.

b) A used car salesperson and a prospective buyer making offers and counteroffers regarding the price of a used car.

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The term positional refers to:
a) negotiations in which the parties hold to narrow positions with ample room for compromise.
b) principle-centered approaches to addressing conflict.
c) the mind-set that conflicts involve a contest of wills rather than collaboration.
d) all of the answers are correct
e) a technique used by a skilled negotiator to indicate that she is holding firm to her “position.”

c) the mind-set that conflicts involve a contest of wills rather than collaboration.

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Which statement is most accurate? Conflict is not bad, but

a) our experiences cause us to often view conflict as bad and, therefore, avoid it.
b) we should try to avoid engaging in conflict, especially with people we don’t like.
c) the world is a hostile place and we must try not to cause others to dislike us.
d) it is best to act as though conflict is bad to protect ourselves.

a) our experiences cause us to often view conflict as bad and, therefore, avoid it.

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All the following are important aspects of interest-based approaches to addressing conflicts except
a) concern for relationship
b) game playing
c) consideration of needs and interests
d) open communication

b) game playing

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In the interest-based approach, the parties, to varying degrees, treat the conflict as a contest of wills.
True
False

false

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When discussing important issues, some are more intent on verbally attacking their opponent’s positions than on engaging in thoughtful debate.

True
False

True

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At its heart, conflict involves competition between two or more individuals or groups and who are interdependent and perceive that they have incompatible interests.

True
False

True

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Individuals generally take one of two distinct approaches to addressing conflict, which are referred to as situational and interest based.

True
False

False

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The existence of conflict can never really serve as a positive indicator, signaling opportunities for change and growth.

True
False

False

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Employees are motivated to increase productivity when they find intrinsic value in their jobs.
True
False

True

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Evolving conflicts are types of conflicts that have increased in intensity and require you to intervene at some level so that they do not escalate into true conflicts.
True
False

True

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A routine daily conflict (or event) is a conflict that has not fully erupted and, therefore, presents your best opportunity to step in and possibly eliminate the conflict, or at least keep it from escalating.
True
False

False

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In the work environment, safety and security needs include environmentally safe working conditions.
True
False

True

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The best approach to addressing a routine daily conflict (or event) is to monitor the situation in the event it escalates.
True
False

True

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When two employees are experiencing a routine conflict but are maintaining a good relationship, you should

a) intervene as early as possible to prevent any possibility of escalation
b) let them figure it out on their own, unless the matter escalates
c) let them figure it out on their own, but only if the conflict is a minor one
d) intervene if requested at any time by either employee

b) let them figure it out on their own, unless the matter escalates

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According to the hygiene-motivation theory, good pay will:

a) motivate employees to be more productive.
b) not motivate employees unless the pay is equitable with what others are paid for similar work
c) motivate employees if the pay is increased on a consistent basis.
d) not motivate employees but will de-motivate them if the amount is reduced.
e) none of the answers are correct

b) not motivate employees unless the pay is equitable with what others are paid for similar work

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Which of the following is an example of a trigger over roles, goals, policies, and procedures?

a) June is uncomfortable about a recent change requiring her and the other customer service representatives to talk no more than five minutes on the phone with a customer

b) Lucille isn’t getting along with Ricky because she thinks he doesn’t know how to do his job

c) Matt is upset with his boss because she always makes decisions that affect him without consulting him first

d) Charlie thinks he and Sumiko should complain to their boss about having to work overtime, but Sumiko disagrees and says they should not say anything

a) June is uncomfortable about a recent change requiring her and the other customer service representatives to talk no more than five minutes on the phone with a customer

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All of the following are good examples of measures you can take to exercise vigilance to prevent conflict in the workplace, except to:

a) ask employees on a consistent basis how their work is progressing
b) ask an employee to elaborate on his concerns about a stressful situation he is experiencing that he brought to your attention
c) inquire into the health, financial, and emotional concerns that you believe are causing an employee’s erratic behaviors
d) express concern regarding an employee’s personal family situation and offer to help

c) inquire into the health, financial, and emotional concerns that you believe are causing an employee’s erratic behaviors

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The following statements about evolving conflicts are true, except that:

a) they require more monitoring than routine daily events but generally do not require intervention

b) they require intervention because the parties are often no longer able to communicate effectively with one another

c) they are generally beyond the employees’ ability to address on their own without help

d) they present the manager with the best opportunity to intervene before the matter escalates

a) they require more monitoring than routine daily events but generally do not require intervention

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According to the Thomas-Kilmann model, the five modes are identified based on the combi- nation of one’s degree of assertiveness and degree of cooperativeness.
True
False

True

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Chanda has decided not to approach her coworker Gary about a disagreement she is having with him because she believes he needs time to cool down and may reconsider his viewpoint once he does. The mode Chanda is most closely exhibiting is

a) compromising
b) accommodating
c) avoiding
d) competing
e) collaborating

c) avoiding

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Compromising will not be effective in which of the following situations?

a) The parties need to make some progress on a project even if they cannot agree on every detail
b) The parties have worked together for years and compromise seems to work most of the time
c) The parties do not usually work closely with one another so compromise is acceptable this time
d) The issue is important to both parties, but maintaining a positive working relationship is equally or more important
e) a and b
f) c and d
g) b and d

e) a and b

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Integrative negotiation refers to a more open bargaining process whereby the parties share their interests and needs and explore how a resolution may be achieved that will satisfy both.
True
False

True

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Rights-based approaches to resolving conflict are common in the following contexts, except a) labor strike protesting unfair labor practices. b) court proceedings. c) employment grievance procedures. d) charge of sexual harassment with the company’s equal employment opportunity office.

a) labor strike protesting unfair labor practices.

The traditional Thomas-Kilmann Conflict Mode Instrument identifies five conflict modes based on a consideration of which two variables? a) degree of cooperativeness and degree of assertiveness b) degree of assertiveness and degree of tolerance c) degree of cooperativeness and degree of consideration d) importance placed on cooperation and the importance of relationship e) importance of being assertive and importance of achieving a particular outcome

a) degree of cooperativeness and degree of assertiveness

Rights-based approaches to resolving conflict depend on rules, policies, laws, procedures, or similar frameworks. True False

True

If you are “claiming value” in a negotiation, you are a) considering the other parties’ interests and trying to meet them b) considering the weaknesses in the other party’s position and making claims that your position is stronger c) trying to gain as much as possible for yourself and to give as little as possible to the other party d) arguing that your position has more value and merit than the other party’s position

c) trying to gain as much as possible for yourself and to give as little as possible

An accommodator often perceives continued competition over unimportant matters as detrimental to the relationship. True False

false

A person will adopt a compromising approach when she has an interest in achieving a particular outcome but not to a point where she is willing to invest the time or effort to collaborate or compete fully. True False

true

The classic collaborator is a giver, seeking always to put the needs of others in front his own. True False

False

A manager uses the power approach to exert authority absent consideration of the employee’s interests or participation in the decision. True False

True

Competing is generally not a good idea when you are managing employees, except when a) you really don’t care about an employee and would like to force him out b) you have to make a decision quickly and must require a dissenting employee to comply c) you need to exercise a strong hand so employees don’t take advantage of you d) an employee is inexperienced and needs clear direction

b) you have to make a decision quickly and must require a dissenting employee to comply

Which of the following is the best example of a power-based approach used by an employee? a) Jamal files a grievance for a disciplinary action he feels is unfair. b) Andrew tells his boss he will talk with his attorney if she continues to evaluate his performance negatively. c) Yvonne files a discrimination claim with the local civil rights agency. d) Yvette keeps asking to speak with her boss about a problem, but he never seems to have the time.

b) Andrew tells his boss he will talk with his attorney if she continues to evaluate his performance negatively.

Compromise solutions are common in labor-management discussions when labor pushes for optimal benefits, pay, and other concessions and management pushes back to maintain profitability and other business interests. True False

true

Tabitha filed a grievance with her company’s human resources department, claiming that she has been unfairly disciplined. Wendy, the human resources representative, contacted Tabitha’s boss, Leon, to inquire about the issue. Leon said he didn’t really want to discipline her but thought he had no choice because “nothing else seems to get through to her.” Believing that the issue involves a communication problem rather than a discipline problem, Wendy asks the parties to meet with her to talk about the situation. Wendy’s request is an example of a) an attempt to explore the parties’ mutual interests b) using rights-based methods to determine who is right c) exerting one’s superior position to force parties to comply with the rules d) an effort to negotiate with the parties to get them to drop their respective claims

a) an attempt to explore the parties’ mutual interests

The integrative negotiation model begins with the premise that developing and preserving relationships is a key value of the negotiation process. True False

True

The legal system does not have mechanisms to encourage parties to consider facilitated third-party approaches to resolving their dispute. True False

false

Kendra wants to encourage two employees to talk through an incident in which one employee allegedly made a sexist remark to another employee. However, Kendra believes the remark was misinterpreted and that the speaker didn’t intend to offend the employee. She hopes that she can get the employees to come to some sort of agreement so that a formal complaint can be avoided. If possible, she would like them to return to their prior cordial relationship. Of the possible modes she might encourage them to adopt, which are most consistent with her desired outcome? a) collaborating or accommodating b) compromising or avoiding c) accommodating or avoiding d) compromising or collaborating e) competing or compromising

a) collaborating or accommodating

The negotiator’s dilemma refers to a) deciding what information to withhold because you do not want the other party to know how weak your position truly is. b) deciding how much information to share concerning your position in order to explore mutual interests without jeopardizing that position. c) choosing between sharing information and refusing to do so. d) deciding how much information to share with the other party to show your goodwill to the other party.

d) compromising or collaborating

Our language is in a circular relationship with: a) our deeds b) our thoughts c) our feelings and emotions d) all of the above

d) all of the above

The most abstract “step” on the ladder of abstraction is a) concrete object b) physical representation of a concrete object c) photograph or painting of a real object d) a word

d) a word

Correctly interpreting nonverbal behavior is easy. True False

False

The nonverbal/behavioral channel includes all forms of data that are not spoken or written. True False

True

Having feelings, expressing them, hearing them, and responding to them are included in the meaning of which of the following words? a) understanding b) concrete object c) empathy d) sympathy

C) empathy

Empathy means having, expressing, hearing, and responding to feelings. True False

True

Studies on interpersonal communication show that most of us use the verbal channel to communicate our feelings and emotions. True False

False

Which of the following is not one of the three channels of communication? a) abstract conceptualization b) para-verbal c) nonverbal d) verbal

a) abstract conceptualization

Studies have shown that we communicate the large majority of information nonverbally. True False

True

Through which channel do we communicate most of our feelings? a) visual channel b) nonverbal channel c) para-verbal channel d) verbal channel

b) nonverbal channel

Therapeutic listening helps others gain insight into their patterns of thought and behavior. True False

True

We generally send feelings and emotions through the verbal and para-verbal channels. True False

False

Is it appropriate to give an empathic response when a) you are negotiating or mediating a conflict. b) you truly value your relationship with the person. c) you have the time to listen to a lengthy conversation. d) all of the above

d) all of the above

When you are sending an important message orally to another person, it is advisable to ask for a) clarification. b) a paraphrase. c) an empathic response. d) written instructions. e) all of the above.

b) Paraphrase

It is not appropriate to paraphrase when the message is short and obvious or mostly small talk. True False

True

The three parts of a message are: a) content, feelings, and relationship. b) content, feelings, and emotions. c) feelings, therapy, and paraphrasing. d) empathy, support, and rapport. e) none of the above.

a) content, feelings, and relationship.

An empathic response is a) therapy. b) the most powerful communication tool available. c) a paraphrase of feelings. d) a complicated response. e) saying, “I understand how you feel.”

b) the most powerful communication tool available.

Hearing feelings is communicating at which level of communication? a) Level I b) Level II c) Level IV d) Level III

c) Level III

A paraphrase is a verbatim restatement of someone’s message. True False

False

Our most serious conflicts with relationships result when the content of our message is contradicted by our behaviors, when what we say is the opposite of what we do. a) True b) False

a) True

Absolute responses are seldom accurate. True False

True

Female employees comment that their male coworkers are typically solution givers. True False

True

A supervisor who gives solutions may a) negatively affect the decision-making ability of employees. b) encourage dependency. c) have a difficult time taking a vacation from work. d) all of the above.

d) all of the above.

An effective communicator has the ability to respond anywhere along the five communication continua. True False

True

Saying, “You’ll get over it” is an example of a a) description. b) solution. c) paraphrase. d) conditional response

b) solution.

Descriptive responses communicate only one’s interpretation of events or data. True False

False

Asking “How long has this problem been going on?” is an example of a(n) a) superior message. b) problem inquiry. c) conditional inquiry. d) equality message.

b) problem inquiry.

Descriptive responses a) create defensiveness in the hearer. b) are evaluative. c) inform through specificity. d) are not important unless improvement is necessary.

c) inform through specificity.

Absolute responses are a) seldom accurate. b) usually accurate. c) conditionally stated. d) open for interpretation. e) none of the above.

a) seldom accurate.

Descriptive responses describe a situation or a set of data or observations and do not evaluate the situation or data. True False

True

During conflict negotiation, you can expect an opportunist-level employee to a) view any gain for the other side as a loss to herself whether it is or not. b) avoid any unpleasantness. c) seek a win/win resolution. d) be generally competent in resolving conflict.

a) view any gain for the other side as a loss to herself whether it is or not.

Upper management generally expects that conflicts be resolved a) at the lowest level in the management hierarchy. b) by the company’s lawyers. c) by a human resource manager. d) by a professional mediator.

a) at the lowest level in the management hierarchy.

A person at the opportunist level views nearly all conflicts as win/win. True False

False

During a conflict negotiation, you can expect a goal-level employee to a) engage in goal setting and problem solving. b) use manipulation to get his way. c) blame his problems on anyone or on anything other than on his own decisions and actions. d) often engage in stereotypical thinking

a) engage in goal setting

If your self score on the conflict capability questionnaire is 17 points or higher you are a) unskilled in negotiation. b) a highly skilled mediator. c) most likely capable of negotiating an effective resolution to your conflict. d) free of serious conflicts.

c) most likely capable of negotiating an effective

Opportunist-level employees will strive for immediate advantage and view any gain by another party as a loss for themselves. True False

True

When both party’s conflict capability questionnaire scores are in the low range, the parties may react defensively and aggressively, verbally attack, or have outbursts of anger. True False

True

If your self-score on the conflict capability questionnaire is in the high range (17 points or higher), you are most likely capable of negotiating an effective resolution to your conflict. Question 8 options: True False

True

When confronting the opportunist-level employee, the supervisor must arrange to have another supervisor or manager as a witness to the proceedings. Question 10 options: True False

True

If your total perceived score for the other party is 9 points different from your own personal score (higher or lower), consider a) hiring a professional mediator. b) negotiating a win/win agreement. c) negotiating your own conflict. d) taking a course on conflict resolution.

a) hiring a professional mediator.

Hidden agendas eliminate obstacles to supportive atmospheres as they attempt to manipulate the other person. True False

False

A supportive atmosphere fosters an openness in which actions and words are nonjudgmental. True False

True

Which statement best describes an I-message? a) It is an evaluative statement. b) It is an honest statement that discloses how you genuinely feel. c) It is likely to provoke resistance and anger. d) It is used to send specific solutions to others e) None of the above.

b) It is an honest statement that discloses how you genuinely feel.

Which of the following is not a part of the three alternatives rule? a) Change your attitude. b) Confront the person about his or her behavior. c) Change your environment. d) Ignore the problem

d) Ignore the problem

Resolving conflicts starts with identifying problem ownership. True False

True

The first step to resolving a conflict is to a) confront the problem openly. b) use I-messages to let others know you are upset. c) identify problem ownership. d) sell the other person on the idea that he or she is causing you a problem.

c) identify problem ownership

Self-reflection leads to which of the following? a) Problem ownership b) Critical reasoning c) Supportive confrontation d) Open conversation e) None of the above

c) Supportive confrontation

Sell-jobs tend to increase possibilities and conversations tend to expand them. True False

False

Which of the following statements best describes how to determine problem ownership? a) When someone denies that he or she has a problem, he or she owns it. b) Whoever causes a problem owns the problem. c) If someone tells you that you are bothering him, then you own the problem. d) Whoever is bothered by someone’s behavior or by a situation owns the problem.

d) Whoever is bothered by someone’s behavior or by a situation owns the problem.

Critical reasoning is an important antecedent to change. True False

True